Product Manager, Customer Service Industry Applications

Job Category: Application Development

Location: India - Telangana - Hyderabad

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Meet Our Team:

Pega is changing the way the world builds software. In this role, you’ll help us define and deliver the next generation of Pega’s Customer Service Vertical product and deliver rich service experience between our clients and their customers. This is your chance to get your hands on leading-edge technology solving urgent, pervasive problems for some of the world’s most recognized and valued brands.

Customer Service team is responsible for designing and implementing features on top of Pega Platform while building consumer grade Customer Service application features that can be smoothly uptaken by our internal customers; and external customers alike. This team churns out multiple product releases in a year while ensuring we maintain the highest level of product quality and cover multiple scenarios involving Performance, Scalability, HA, Implementation, Security and Accessibility.

Picture Yourself at Pega:

Customer Service team is responsible for designing and implementing features on top of Pega Platform while building consumer grade Customer Service application features that can be smoothly uptaken by our internal customers; and external customers alike. This team churns out multiple product releases in a year while ensuring we maintain the highest level of product quality and cover multiple scenarios involving Performance, Scalability, HA, Implementation, Security and Accessibility. You will be joining a team focused on solving complex integration problems for our customers in the areas of Digital Process Automation and Customer Engagement. By joining an analyst-recognized leader in the space, you will be the catalyst and focal point guiding a talented engineering teams building differentiated products, enabling our clients in their efforts to serve their customers. In a short period, you will be guiding engineering teams building platform capabilities using technologies such as React, REST, and Spring Boot and Micronaut in addition to our proprietary IP (our secret sauce). You will see these solutions in action at Pega, where we use our technology to power many parts of our business, and in the hands of our clients. You will be exposed to a range of technologies such as natural language processing, adaptive and predictive AI, robotic process automation, chat-bots, and mobile technologies. You will be collaborating very closely with our design team and creating compelling and slick experiences.

As a Product Manager, you will be responsible for the direction, design and delivery of the Customer Service for Communications application and drive product related initiatives for Pega’s industry-leading enterprise business CRM software platform. You will help define, create, and manage the technology and features that enable our customers (Internal and External) to build applications built on Pega platform.

What You'll Do at Pega:

• Drive the winning product(s) vision and strategy in Customer Service for Communications domain.

• You’ll use your imagination and creativity to identify solutions to pervasive customer needs and build features that are differentiated and compelling.

• You’ll review and adopt technologies from Pega’s platform team that help you accelerate your roadmap.

• You’ll interact and influence key decision makers in the business to buy into your vision.

• You’ll manage the priorities of one or more engineering teams to implement your roadmap.

• You’ll collaborate with other parts of the business (documentation, training, services, solution consulting, other product managers) to build a strong support ecosystem around your product.

• You’ll be a change agent in driving product features incrementally without losing momentum in a truly agile way.

Who You Are:

The ideal candidate will be someone who thrives in a fast-paced, collaborative, team-oriented, and cross-functional environment. This person will have the right combination of technology, domain and strategy. This person must be a thought leader who expresses facts, thoughts and ideas in a clear, concise, convincing and organized manner, who actively listens, hears and understands what is said as well as not said, and comprehends the meaning and the intent.

• Highly collaborative, and ability to work through ambiguities

• Enjoys making quick decisions under time constraints

• Empathetic and passionate about your products and customers/end-users

• Looking to work within a culture that values urgency and teamwork in a collegiate and supportive environment.

• An effective communicator who is organized, articulate, confident, and polished in front of customers and decision makers.

• Able to slice large features and functionalities into bite-sized chunks to get them built and delivered incrementally to our customers without losing momentum.

• Have a strong appetite to get their hands dirty in the product

What You've Accomplished:

• 10-15 years of Overall IT experience and 2+ years of Product Management experience focused onenvisioning, designing, and buildingCustomer Service or related products.

• Bachelor’s degree in Computer Science or similar field

• Familiarity with the various technical landscapes of multi-channel business architectures; including CRM, web, mobile, legacy and 3rd party software systems and the key linkages between them.

• Demonstrated success defining, launching, and managing high quality‘consumer-grade’ enterprise applications

• Knowledge of Agile development methodologies such as SCRUM(as a Product Owner)

• Experience in managing remote senior stakeholders

Pega Offers You:

• Gartner Analyst acclaimed technology leadership across our categories of products

• The world’s most innovative organizations as reference-able clients

• Continuous learning and development opportunities

• An innovative, inclusive, agile, flexible, and fun work environment

• Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company

#LI-SP

Job ID: 21584

Inclusion and Diversity – Inclusive is one of our values at Pega. Pegasystems is committed to inclusion and diversity and strives to foster a fair and inclusive environment for all. We believe Pega can achieve more when we create a culture that inspires each of us to fully contribute each and every day. We encourage diverse thinking and collaboration for better outcomes for all..

We encourage candidates of all backgrounds and skillsets to consider opportunities at Pega. At Pega, we focus on the skills needed to be successful and we know that our employees can thrive even if they don't possess a traditional background. If you like the sound of this role, but are not sure if you are the right person, please consider applying. We would love to hear from you!

As anand Affirmative Action employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.

Export Compliance – For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.

Accommodations – If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process,or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.

It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.

https://www.pega.com/about/careers/equal-employment-opportunity